“CXone gives us the flexibility we need to expand beyond government clients and land clients in the commercial sector.”

“These issues caused us enormous headaches, because our volume numbers were artificially inflated, and our agents had to deal with the delay each time they answered a call. We had no accurate view to actual traffic or service levels.”

“The ECHO survey system from NICE inContact has transformed the way we look at customer satisfaction, It provides us reliable measurements, facts and figures that let us communicate to Commerce Bank executives and agents about how our customers feel about them.”

“EEM is allowing us to operate with less friction and provide consistent customer experiences. Our colleagues aren't interested in looking at other contact centers for roles because those contact centers don’t have EEM. Having EEM is one of the reasons our team is staying with us.”

“I love the fact that the Supervisor workspace allows me easy access to reporting whenever I need to do offline work. It really streamlines all of my essential daily needs in one place. For instance, I can access CXone Reporting straight from the Supervisor workspace, and generate certain reports and …

“Persistent downtime was affecting our efficiency, meaning we had a high costper- sale. We simply were not the most cost-effective partner for our clients.”

“Enlighten AutoSummary helps us to do more with less by improving our productivity which saves time and money.”

“Metrigy’s research validates the need for an offering like CXone Mpower. CX leaders don’t want AI in siloes; they want it to move effortlessly through workflows and customer journeys. In 2023, 30% of customer interactions flowed back and forth between agent and AI that’s projected to rise to 54% by …

“With NICE CXone Mpower, Great Southern Bank has the infrastructure and technology it needs to execute meaningful changes to help customers; it’s that simple.”

“Feedback Management made it easier for us to point in the right direction and say, ‘Hey guys, focus on this rep—what’s going on? Are they following the process?’ It grouped together feedback and overall quality, helping us develop our reps and improve customer satisfaction.”

"The increased visibility provided by Analytics has helped address the root causes of problems, not only the symptoms, but with a clear an structured action plan for continuous improvement."

"SmartReach has dramatically reduced our campaign rollout time from months to hours, saved 96% on initial setup costs, improved call abandonment rates by 8-20x, reduced agent idle time to less than a minute, and achieved over $1 million in annual cost savings. From the beginning, SmartReach was the front-runner thanks …

“We’re laying the foundation for a next-generation CX ecosystem that’s automated, adaptive, and always learning. NiCE solutions aren’t just part of our strategy; they’re helping accelerate our future.”

“NiCE IEX Workforce Management with Employee Engagement Manager brought the sophistication and adaptability our teams had been missing for years.”

“In just four months, our book rate for enabled channels has increased by 10%, which has far surpassed our forecasts. The rapid deployment and impressive ROI— exceeding 20:1—make NiCE an invaluable partner in our strategic innovation efforts.”